Lead customer-centric initiatives across multiple platforms, enhancing post-purchase experiences.

Design impactful solutions by identifying opportunities for end-to-end customer journeys.

Develop tools to enable communication channels between customers and associates, helping with their shopping needs.

Collaborate with cross-functional teams to develop designs that solve customer needs.

Optimize customer experiences in delivery, pickup, and post-purchase stages.

Improve associate experience with effective solutions for picking and hand-off tasks.

Partnered with Risk Business Line President and the team to launch innovation for a new consumer product. Contributed to closing $1.5M in funding for new product innovations within 6 weeks.

Led the UX initiatives for the new Digital Identity Service from proof of concept to the pilot phase and the first release. Established a vision and process for the UX team working on the project.

Collaborated on the Voice of Customer research with working group that includes six major banks and several other participating established companies.

Developed insights, testing assumptions, and shaping strategy of the product.

Performed user testing, synthesize the data and continuously iterate on the design, copy and functionality to improve the product.

Provided creative leadership in developing applications for Zelle® in replacing cash and checks for sending gifts for birthdays to distribute funds to those in need, changing how money moves safely for millions of consumers.

With the collaboration with the Design and Product teams, launched ZTB (Zelle to Bank) project; created and documented the final design.

Participated in the establishing the work flow for the group with documentation in Confluence, Jira tickets, daily standups, and weekly design meeting with the rest of the Design team.

Produced necessary assets and design direction for the internal development team as well as external (vendors) for the pilot program.

Developed detailed customer personas and constructed scenarios to best identify target audiences for personalized digital training system to increase resilience and employee wellbeing while improving business outcomes. Analyzed best possible avenues to serve the average designated user of developed applications. Regularly ensured a high commitment to the user for a seamless experience.

Completely redesigned the existing app and website. Successfully launching native apps for Apple and Android devices. Created prototypes and guidelines for the architect and development teams to ensure the correct implementation of the design and functionality to scale the current platform to accommodate large number of users coming from the partnering companies like Aetna, Sharp, Havas and Virgin Pulse and partnering schools to include Harvard Business School and UCLA.